Infinite provides reasonable technical support assistance on its software products. We will make its best effort to correct all reproducible programming errors. This assistance includes answering questions about use and performance, and remediation of errors. This document provides a format for reporting issues for reproduction.
Project Costs are described in the scope of work and generally cover the process to recompile programs for a target platform, migrate data, validate results, and implement Infinite Cloud. Maintenance Costs cover reasonable technical support assistance including best effort to correct reproducible programming errors and to answer questions about use and performance. Out-of-Scope Costs include requests to enhance or extend functions not currently in the software, requests for support with operating systems or your applications deployed on the platform, replacement planning or implementation of third party applications used in conjunction with AS/400-hosted programs. Support may extend to hardware when purchased from Infinite.
Infinite offers comprehensive training programs with extensive documentation for the End User’s technical team on installation, configuration, architecture and navigation of the Infinite environment. Incremental or situational training of topics covered in training are considered out-of-scope.
At the start of a project, the End User’s technical team will be given credentials for Jira, Infinite’s support management system. When the End User encounters a support issue that may impact the project tasks, deliverables, schedule or resources, a representative will report the issue to the Infinite Technical Support through the Infinite's Service Desk in Jira at https://infinitecorporation.atlassian.net/servicedesk/customer. Support requests are reported or “opened” by completing the available online form. Support requests will not be acted upon if submitted via email.
When you submit a case via the Infinite web site, the case is automatically logged into the system assigned to an appropriate support team member for resolution.
Upon review of each case opened an assignment will be made indicating the commercial impact. Each case will be allocated to one of four categories: Maintenance Cost, Project Cost, Billable (Out of Scope), or None. Upon completion of a project when the end user is in production, services outlined in the LMU and SLA will be covered under maintenance. Billable projects will be invoiced on a monthly basis.
Infinite's Service Desk in Jira allows you to update and efficiently track your company issues at different levels. Open support requests will be discussed and status updated as appropriate until the support issue is resolved or closed.
Infinite ’s expectation is that before a case is reported, efforts will have been made to eliminate operating environment variables that may be causing the failure. These may include, but are not limited to, operating system updates, addition of new components or software to the server, conflicts caused by virus/security software, communications failures, network failures, hardware problems, etc. Infinite reserves the right to charge for services to troubleshoot operating variables and to develop test cases on behalf of the End User.
In order to analyze, isolate, correct a problem and to validate a solution candidate, Infinite requires root user authority and password access to an isolated test environment running your application and a test data set along with compilers and developer tools. Individual application performance may vary from Infinite's test scripts. Provision of this access is required under your maintenance agreement.
End User will provide a test case if appropriate and/or requested to do so. The expectation of a test case is to focus solely on the incorrect functionality. Therefore, creating an isolated program (as small as possible) that illustrates the problem you are experiencing. Isolating the issue has several advantages: It enables our development team to focus solely on the issue at hand, it will allow us to fix the problem, test it and deliver it to the development team much faster. The test case becomes part of our product validation suite so that your fix is tested for accuracy each time we generate a new version of the product or fix something in the same area where you reported an issue.
Client will be entitled to maintenance and support services upon execution of the Scope of Work (SOW) Monday to Friday during the hours of 9AM to 6PM PT, exclusive of holidays. Infinite provides reasonable technical support assistance on the Licensed Programs and will make its best effort to correct reproducible programming errors. This assistance includes answering questions about use and performance and remediation of errors. Support does not include development of features not currently available or support on your software applications which are deployed on the Infinite platform.
The following criteria will be used by Infinite to define the severity level of the issue reported into the JIRA system:
| Severity Level | Request Description | Infinite Corporation Response | Customer Response |
|---|---|---|---|
| 1 | Failure of Infinite mission critical application that has been in production, causing significant impact on End User’s business. |
Infinite will log case and promptly begin work on support request consistent with End User’s service level.
Infinite shall work on support issue, provided availability of necessary End User personnel, until support issue is resolved or workaround is produced. Infinite technical and business management will be kept apprised of all Severity 1 support requests and will monitor their status until resolved. |
End User will initiate Support Request and provide documentation and/or test case as appropriate.
End User will provide appropriate documentation to show that other factors that may cause the problem have been eliminated. End User will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
| 2 | Failure of an Infinite application that has been in production or failure of Infinite product to perform as documented that will jeopardize the success of an End User project if not resolved in a timely manner. | Infinite will log case and promptly begin work on support request consistent with End User’s service level. |
End User will initiate Support Request and provide documentation and/or test case as appropriate.
End User will initiate Support Request and provide documentation and/or test case as appropriate. End User will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
| 3 | Failure of Infinite ’s application to perform as documented causing significant inconvenience in non-production environment or eventually preventing End User from transitioning application or project to production. | Infinite will log case and promptly begin work on support request consistent with End User’s service level. |
End User will initiate Support Request and provide documentation and/or test case as appropriate.
End User will provide appropriate documentation to show that other factors that may cause the problem have been eliminated. End User will ensure complete cooperation of appropriate personnel with all appropriate access permissions. |
If at any time End User is not satisfied with the level of response provided by Infinite Technical Support Team for a previously reported Severity 1 issue, Client is urged to escalate the request immediately and directly to Infinite senior manager assigned to your account.
Support requests are considered “closed” and logged as such after the following has occurred: